At BEST we are an equal opportunity employer that values diversity, encourages applicants of all backgrounds, and is committed to fostering an accessible environment for all individuals.
Statement of Commitment
BEST Service Pros (BEST) is committed to fostering an inclusive and accessible environment for all individuals, including those with disabilities. We recognize the importance of accessibility and are dedicated to complying with the Accessibility for Ontarians with Disabilities Act (AODA) to ensure that our services, programs, and employment practices are accessible to everyone.
Scope
This policy applies to all staff, volunteers, and third-party contractors working on behalf of BEST. We strive to create an accessible environment in all aspects of our operations.
1. Training
BEST is committed to training all employees, volunteers, and third-party contractors working on behalf of BEST in accessible customer service and other Ontario accessibility standards and aspects of the Ontario Human Rights Code that relate to persons with disabilities.
Training includes the purpose of the Accessibility for Ontarians with Disabilities Act, 2005. Understanding how to assist customers, clients, and colleagues with various needs, as well as awareness of assistive devices and communication strategies. Each person is trained as soon as practicable after being hired and provide training in respect of any changes to the policies.
We maintain training records including the dates and the number of individuals that completed the training.
2. Information & Communications
BEST is dedicated to making information and communications accessible to all individuals, regardless of their abilities. We will take the following steps to achieve this:
a) Ensure that our websites and web content conform to Web Content Accessibility Guidelines (WCAG) 2.0 Level AA.
b) Provide accessible formats and communication support for individuals with disabilities upon request.
c) Communicate our commitment to accessibility through various channels, including websites, promotional materials, and signage.
2.1 Notice of Temporary Disruption
In the event of a temporary disruption in our services or facilities that may affect individuals with disabilities, BEST will provide notice of the disruption. This notice will include information about the reason for the disruption, its anticipated duration, and any alternative services or facilities available.
2.2 Feedback Process
BEST welcomes feedback from employees, clients, customers, and the public regarding the accessibility of our services and facilities. We encourage individuals to provide feedback on their experiences, including any barriers they may have encountered. Feedback can be submitted to the HR Department via email (hr@best.ca). BEST will respond to the feedback in a reasonable time and make changes to policies and procedures as required and appropriate.
2.3. Notice of Availability of Documents
BEST will notify the public, employees, and other stakeholders about the availability of accessible documents upon request. This notice will be communicated through various channels, such as the organization's website, promotional materials, and signage in physical locations. Documents will be provided in accessible formats promptly upon request.
3. Employment
BEST is committed to accommodating employees with disabilities throughout their employment. We will take the following actions:
3.1. Making the Recruitment Process Accessible
BEST is dedicated to ensuring that the recruitment process is accessible to all individuals. We will:
a) Notify applicants about available accommodations.
b) Advertise on our website/job postings that we welcome applications from people with disabilities and specify that accommodations are available.
c) Consult with applicants who request accommodations to provide the requested support.
d) Inform selected applicants of our accommodation policies and procedures and encourage them to make requests promptly.
3.2. Informing Employees of Support
BEST will communicate the resources and support available to team members. This information will be regularly updated, and communication methods will be accessible.
3.3. Providing Individualized Accessible Workplace Emergency Response Information / Personalized Emergency Response Plan
BEST will develop and maintain Personalized Emergency Response Plans for employees with disabilities. These plans will include:
a) Name of the worker with a disability.
b) Department details (desk location, floor, office number, etc.).
c) Volunteer(s) assigned to assist the worker during emergencies.
d) Specific information about the worker's needs, such as assistance to exit the building, mobility impairments, and details about equipment or devices used.
e) Clear instructions on the location and use of equipment or devices.
3.4. Documenting Individual Accommodation Plans/Return to Work Process
BEST will develop individual accommodation plans for employees requesting accommodation. The process will be documented and will include:
a) Participation of the employee in developing the plan.
b) Assessment of individual needs on a case-by-case basis.
c) The right of the employee to request a representative from the workplace or union to participate in creating the plan.
d) Monitoring and reviewing the plan to ensure that it is effective. Formal reviews and updates will take place on the mutually agreed upon, predetermined schedule in the employee’s accommodation plan. If the accommodation is no longer appropriate, the employee and the manager will reassess the situation and update the plan. The accommodation plan will also be reviewed and updated if:
a. the employee’s work location or position changes, and/or
b. the nature of the employee’s disability changes.
BEST will establish a return-to-work process and plan for employees who have been absent from work due to a disability. If an employee is governed by another law or agreement outlining a return-to-work process, the AODA process will not apply.
3.5. Performance Management, Career Development, and Redeployment
BEST will consider the needs of employees with disabilities in performance management, career development, and redeployment processes. This includes:
a) Ensuring that all career development documents, coaching, and feedback are provided in a format that works for employees with disabilities.
b) Developing clear processes for creating individual accommodation plans and ensuring employee participation.
c) Making adjustments to performance management, career development, and redeployment processes to meet the needs of employees with disabilities.
4. Customer Service
BEST is dedicated to providing accessible customer service to all individuals (including staff). This includes the following.
4.1. Assistive Devices
BEST will ensure that our facilities and services are accessible to individuals using various assistive devices. We will:
a) Train our staff to be familiar with common assistive devices.
b) Welcome and assist individuals using assistive devices, such as wheelchairs, scooters, walkers, etc.
4.2. Communication
BEST is committed to communicating with individuals with disabilities in a manner that takes their disability into account. We will:
a) Train our staff to interact and communicate effectively with individuals who have different communication needs and styles.
b) Provide accessible formats and communication support upon request.
4.3. Service Animals
BEST welcomes individuals with disabilities who are accompanied by service animals. We will:
a) Allow service animals to accompany individuals to all areas of our premises open to the public.
b) Train our staff to interact appropriately with individuals using service animals.
4.4. Support Persons
BEST welcomes individuals with disabilities who are accompanied by a support person. We will:
a) Ensure that individuals with disabilities are allowed to bring a support person to access our goods, services, or facilities.
b) Communicate any applicable restrictions related to support persons to individuals in advance.
Policy Review
The Accessibility Policy and Multi-Year Plan will be reviewed as required with a minimum of every five (5) years.